Account Application

Dear Woolworths

I am appalled at the lack of service provided on your side.

This has happened to me twice and I just think it is grossly unfair on my part. I app**** for a store card on Sunday, 7th January 2018 online to which I was declined. I know I have good credit, so I called the contact centre on Monday, 8th January 2018 to find out why I was declined and it turns out I still had a dormant account active on your system. The agent I spoke to said my old account is still active on the system as dormant and that it would take 3days to be removed. She will send an email to the relevant department to have this done. Onve this is done, an agent would get back to me in this regard.

Now, how can that be if I have settled my account with you guys and even got a closure letter that my account is still open on your side? Is there not a dedicated person that makes sure all closed accounts gets removed off the system?

So on Friday, 12th January 2018 I called again and the agent explained to me that nothing was done, she didnt see such a request and that she would resend the email and an agent would get back to me in this regard.

After not hearing from anyone, I called the contact centre on Wednesday the 17th January 2018 to which the agent said that she can see the account is closed but it needs to be removed off the system and if I could just give her a few minutes she could walk over to the underwriting department to see what is happening. I held on the line for 3minutes to which she said that they were on lunch and that she would call me back later that day to have everything sorted.

Thursday 18th January 2018 to which i called again to which the agent explained everything to me again, the account is closed but the underwriters needs to have the account removed and that he will send an email and have the account removed and that I should call back between 2 and 3 pm to find out if this was done.

Today, Friday 19th January 2018 I called again and nothing has been actioned. By some stroke of luck I actually came through to the same person. Now the previous day this person told me that he would send an email to the underwriting department to have the account removed. As per our conversation today, he received feedback on his email an hour later after the email was sent. The email didn't speak to his query as they just answered him saying the account is closed and that they never removed the account. So if that's the case, why did he wait for my call today to go to the underwriting department to tell them that they didnt answer his question.

Can someone please explain to me how it is that you settle your account, get a closure letter yet the account is not removed off your system. Can you explain how people get declined not because of credit status but because it shows you have an existing account which is not true but also, this false reading hurts the applicants credit scoring by being declined. Can someone please explain to me how a simple issue of removing account cannot be done even after I've made numerous calls with my airtime. Woolworths can you not see these are missed opportunities on your part.

I cannot understand this process, so please can someone explain why I'm wasting my time when clearly woolworths doesn't care?